Healthcare Insurer Reimagines Secure Email for Members and Providers
Challenge
A leading US healthcare insurer launched a new, member-centered line of business with dedicated Care Coordination teams, expanding the role of email in both member and healthcare-provider communications. The insurer needed to secure all emails originating from its SugarCRM member-relationship platform while protecting PHI — without burdening members with a new account and password, and without the phishing risk a generic secure-email portal can create. Provider communications, still heavily reliant on faxing, also needed modernizing, particularly for time-critical situations like hospital discharge reviews.
Solution
eSHARE secured all SugarCRM-originated member emails with a fully white-labeled experience — no new account or password required, minimizing phishing concerns and reinforcing the insurer's own brand. For provider communications, eSHARE let the insurer send secure emails containing a link to a case-specific virtual data room, where any provider involved in a member's care could upload medical records, billing information, and other sensitive documents from a browser, invite colleagues into the data room, and view files without installing anything.
Results
- Members and providers get a secure, branded experience with no account creation, no software installs, and no plug-ins
- The insurer is progressively lowering its email attachment size threshold, replacing more attachments with secure, time-limited links over time
- Files containing PHI no longer sit indefinitely in recipients' inboxes, shrinking the window of exposure to hacking, loss, or misuse